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New Member

PAD is failing to capture any UI elements from servicenow(Tokyo version)

Hi PA community,


We are working on automating some processes which involve the ServiceNow application. PAD was working fine in capturing elements from ServiceNow(Sandiego) version. However, post-ServiceNow (Tokyo) upgrade, PAD cannot capture any UI elements from the ServiceNow application. We tried various below options, but they did not solve our issue. Can someone please recommend what can be done?

1. Tried launching the ServiceNow application in various browsers.

2. Tried recording the actions.

3. Tried to capture UI elements using the Jquery method.

4. Launched PAD using admin rights.

5. Upgraded PAD to the latest version.


Attached is the snip of what we get when we try to capture elements.


Super User
Super User

Have tried with PAD and Blue Prism to interact with ServiceNow and had a hard time detecting the elements. They don't get detected.

We went with calling the ServiceNow APIs.

You can check out if the actions in the "Mouse and Keyboard" and "OCR" section works in your particular scenario. 

Impactful Individual
Impactful Individual

I have not had a chance to work on automating SN portal with RPA tools but that sounds like a ServiceNow not happy with 3rd parties automating their portal using other RPA tools (after all they sell own RPA solution) 🙂


This from @VJR , all they way. Whenever there is api, use api 🙂

calling the ServiceNow APIs



Hello @PAD_Developer .

Please confirm the below points:

  • ServiceNow was upgraded from San Diego version to Tokyo version.
  • Power Automate for desktop version remained the same, it was not upgraded.
  • Power Automate for desktop could interact with San Diego version but it is not possible with Tokyo version.

Moreover, a screenshot with the highlighter of Power Automate for desktop while hovering on top of the ServiceNow (Tokyo) screen would be useful.

It seems that something has changed from the ServiceNow side. We will check the issue from our side, but in the meantime, you could check the Power Automate cloud connector for ServiceNow. You may find more information here: ServiceNow | Microsoft Power Automate

New Member

Hi NikosMoutzo,


We did upgrade PAD to latest version and reinstalled the add on. After that it is working fine on Microsoft Edge browser but not working on Google Chrome browser.




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